Guest Relations Executive

What this job involves:

To be responsible for guests first impression of the organization, meet/greet and assist the client, guests, and visitors every day. Manage front office in accordance with company policies, procedures and processes. Achievement of defined key performance indicators and service level agreement targets.

What your day-to-day will look like:

• Excellent communication skills.
• Strong customer service drive.
• Outstanding problem-solving skills.
• Able to work flexible hours.
• Quick learner and ability to motivate self.
• Proven working experience as a guest relation Executive.
• Confidently able to present to clients.
• Hands-on experience in using visitor management software and MS office.
• Strong team player within a customer service team environment.

Desired or preferred experience and technical skills:

• Qualification: Prefer BHM/bachelors degree
• Industry Type: FM Services, Hotel
• Overall Experience: 2-4 years
• Industry Experience: 2-3 years
• Technical Skills: Computer knowledge
• Generic Skills: Communication, Vendor/people management, Planning, Prioritising and organizing
• Behaviors: Achievement level, Teamwork, Learning attitude & Positive thinking

Required Skills and Experience:

Key Operations delivery

• Greet visitors/clients providing a friendly, courteous front office service reflecting the corporate image of the client.
• Site personnel are notified of guests arrival immediately and follow up calls made where guests are not picked up coordinating with the host/sponsor.
• Issue visitor badges/temporary card/service badge/new joiners ID & access card. Follow up for the return of respective ID/access cards with respective stake holders.
• Ensure safety briefing to the client/visitor/interview candidates and provide necessary emergency/safety brochures.
• Ensure specific processes/manuals is followed.
• Visitor admission is properly authorized.
• Assisting with special needs for visitors with disabilities.
• Ensuring basic cleanliness of lobby, lifts and public area.
• Ensure the laptop details are scanned and check for Govt. IDs.
• Handling complaints/feedbacks from client/visitors/sponsors and other related problems and communicate to next level as per escalation matrix.
• Co-ordinate with night shift front office executive to ensure details of large parties are received and badges are ready for allocation on arrival.
• Ensure Client safety and security protocols are followed.
• Daily reconciliation & shredding of daily badges.
• Participate in Emergency Evacuation procedures including crisis management and business continuity.
• Assisting and supporting in the Bay/Focus Connects.
• Completion of POY survey among employees.
• Completion of daily floor walkarounds.
• Coordinate with the DM/DE to close the observations found during walkarounds.
• Meeting project Safety Champions/ Leads during their walkarounds to proactively understand employee concerns and ensure closure of the same.
• Observing and ensuring COVID protocols being followed by all at the workplace.
• Escalating process violations by employees as per the escalation matrix.
• Operate the front office computer system to assist front office attendants if necessary.
• Ensure training of front office /CX staff as per relevant training calendars.